Create value with customer service and Messenger

A good approach that is proactive in customer service is an important strategy in any business. This applies in different industries, where it has become more difficult to compete in product and design, and where the consumer expects something more from the company — more accessibility and a more personal relationship. A close relationship with consumers is important for many companies and helps them to increase their sales, build customer loyalty and improve their revenues.

The probability of selling is 60-70% among your existing customers, but only 5-20% for new customers.

A good relationship between customer and company always starts with a dialogue. This dialogue is no longer just reserved for traditional media such as telephone or e-mail.. A new and more personal medium has been on the rise: messaging and chat functions.

This article focuses on How companies can benefit from using Facebook Messenger as a customer service to increase company availability, improve dialogue, strengthen relationships and communicate with both new and regular customers.

In this article, we'll dive deeper into:

• The Benefits of Messaging/Chat
• The conversation types of chatbots
• Tips for using chatbots

The benefits of messaging/chat

Today, we send more messages than ever before. Facebook Messenger is one of the most popular messaging services for communicating with friends and family. 80% of adults send messages every day.

Messenger is for everyone

According to a survey conducted by Nielsen, 53% of consumers prefer to buy from a company they can communicate with online, 56% say they prefer to write a message rather than call or send an email to the company or visit a physical store.

Every month, more than two billion messages are sent around the world between companies and consumers through a messaging app. This trend is on the rise.

The advantages of using Messenger are several:

• It's easy, fun and visual.
• It has a fast response speed (in real time).
• It saves time.
• Conversations are personal and can be saved.
• Users know the platform.
• The format is accessible from all devices.

Messenger allows companies to interact with customers on a platform where they are already present. This allows for greater accessibility, a more personal dialogue and relationships between companies and their customers.

While consumers are increasingly aware of how to spend their time more efficiently and our perspective has changed to a “mobile-first” approach, expectations about the companies we work with are also increasing. And in this regard, Messenger is the winner as a means of communication.

Conversational relationship with messaging chatbots

Los chatbots and message automation are a key topic in messaging.

Interest in automation routines is increasing, and in line with expectations of greater accessibility outside of “normal opening hours”, programmed chatbots are increasingly important for companies.

A chatbot can be a great complement to customer service; provides quick answers to common queries in Messenger when a worker isn't available.

Quick Reply Wizard with Messenger

Companies that have a Facebook page can now customize message settings by adding assistants that provide short but instant intelligent answers.

If 90% of Facebook messages are answered within the first 15 minutes, the company receives the “high response level to messages” badge. A pretty powerful signal for your customers!

I highly recommend that all companies with a Facebook page try to start with a simple configuration to create a presence on Messenger while paying attention to each request, so that an employee can quickly continue the conversation.

Allow a chatbot to answer your frequently asked questions

Does your company receive a lot of inquiries via Messenger? Are these questions often repeated? In that case, you can take advantage of an intelligent chatbot in Facebook Messenger.

Ahora there are many tools for connecting and configuring a chatbot on Facebook Messenger.

Here's an example of a shoe store that has to deal with recurring questions, which could easily be answered by a chatbot:

• What are your business hours?
• Do you have stock of number 40 of this model?
• Is it possible that you have this model in another color?
• Can I pay with a credit card at the store or can I only pay with cash?

Tips for using chatbots

Make sure your customer understands the limitations of the chatbot and what it can't help you with. It's very difficult to create a completely friction-free conversation between a chatbot and a human. The robot is controlled by rules, and those rules are usually decided by you.

Whenever you keep this in mind, make sure you live up to the organization's internal expectations and which department will use the chatbot, I recommend testing the technology and gaining experience.

In the example above, the company's customer FAQs were based on a specific limited topic.

Choose the pace of the dialogue and how many steps/questions the conversation should have. Write with a smile. Configure the chatbot with short, precise answers that resemble a natural conversation in Messenger.

Don't forget about the functionality and the limitations of the chatbot: don't let the conversation with your customers be limited to the chatbot. What characterizes a good dialogue and interpersonal relationship is that we make sure that the sender and the receiver understand each other. Chatbots must be used with care.

You must be ready to take control of the chatbot and constantly optimize the configuration as you gain experience. You can avoid examples like this:

How can we help you?

If you need more information do not hesitate to contact us.